Omnichannel CX Tip #9: Use Omnichannel Scorecards and Coaching to Help Agents

To succeed at delivering a great omnichannel customer experience, it is critical to make it easy for supervisors to review, score, and coach agents on key interactions on any channel. Having an omnichannel quality management solution embedded in the agent and supervisor desktop makes it easy to copy and replicate QM scorecards for every channel—voice, chat, text message, email, and more. Scorecards can be easily cloned for all channels and then changed to address specific scoring nuances of specific channels.

As part of the scorecards, a particular interaction can be reviewed easily as part of the scoring process with the ability to review recorded interactions on any channel.

Supervisors can also have a dashboard view of all upcoming or scored interactions to make handoff of scorecards to agents easy and efficient.

This comprehensive omnichannel approach to quality management and coaching is particularly key for today’s digital world, especially given that most companies do not review non-voice interactions from a QM standpoint. The comprehensive approach is also much easier to implement and significantly lower in cost than separate “bolt-on” quality management solutions for each channel.

Ted Hunting

Ted Hunting leads marketing at Bright Pattern, a leader in simplifying and innovating cloud customer service. Previously Ted worked at Genesys where he led North America Marketing with over 15 years in the customer experience industry. Prior to that Ted worked for startups and enterprise software and hardware companies in all marketing functions. In addition to his CX experience, Ted has a background in business intelligence and large scale computing systems. Ted is a graduate of the Ross School of Business at the University of Michigan with a marketing and finance background.

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